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A Welsh housing association has come under fire after two investigations by the Public Services Ombudsman for Wales revealed serious failings in how it handled urgent repair issues for vulnerable tenants and their families. Pontypridd-based Trivallis, which provides homes for around 25,000 people across Rhondda Cynon Taff and Cardiff Bay, was found to have repeatedly delayed essential repairs, failed to address long-standing damp and mould problems, and neglected to consider the specific needs of tenants with vulnerabilities. The investigations were launched following complaints from two tenants, known as Mr B and Mrs C, who asked not to be named. For the biggest stories in Wales first, sign up to our daily newsletter Both said they had endured years of inadequate responses to reports of damp and mould, while Mr B also raised concerns about how the association handled his broken boiler. The ombudsman's findings have reinforced concerns about how some tenants - particularly those who are vulnerable - are supported when facing poor housing conditions. In Mr B's case, unresolved repairs over nearly seven years led to persistent damp and mould in his home. The situation was made worse when a broken boiler left him unable to heat his home for a period, despite him flagging his vulnerabilities to the association. The boiler was only repaired after his wife complained. Meanwhile, for Mrs C, surveys detected moisture in the same area of her home that had caused ongoing damp and mould, though Trivallis has not yet confirmed the cause. The investigation also found that communication with her was often poor, and the needs of her disabled granddaughters were not clearly considered in the association's response. The ombudsman's report also highlighted broader concerns about Trivallis' complaint handling and record-keeping. With Mr B, inaccurate and incomplete records led to "fundamental errors" and delays, while the association failed to explain why issues were not resolved sooner despite repeated repair requests. Staff were also found to have used photographs from a previous visit to Mr B's home, to claim a roof inspection had been completed, rather than carrying one out in person. The association later failed to provide all records requested as part of the investigation. The ombudsman expressed concern that these failings were not isolated incidents but may reflect deeper, systemic weaknesses within the organisation. Opportunities to address issues were repeatedly missed, particularly for vulnerable tenants and their families - something the ombudsman said "highlights shortcomings from which other organisations can learn". Commenting on the report, Public Services Ombudsman for Wales Michelle Morris said: "These cases show the serious distress caused when essential repairs are not carried out. Mr B lived for years with outstanding repairs and was without proper heating for a period while a broken boiler awaited repair. This falls short of the Welsh Housing Quality Standard and the Renting Homes (Wales) Act 2016. Residents should not have to make repeated complaints to have urgent issues addressed - this is a clear injustice. "In Mrs C’s home, the needs of her disabled grandchildren were not properly considered, and delays in addressing damp and mould may have affected their health. Vulnerable households must be treated with care, and their specific circumstances taken into account. "Systemic weaknesses in the association’s repairs service - such as inaccurate records and failure to act on repeated requests - prolonged residents’ distress and undermined trust in how complaints and repairs are managed. "These failings also raise concerns about tenants’ rights under Article 8 of the European Convention on Human Rights, which protects one’s home and family life. The cases highlight lessons for other landlords on the importance of timely action, proper record-keeping, and ensuring the needs of vulnerable tenants are fully considered - issues emphasised in our recent report, Living in Disrepair." Following the investigations the ombudsman made a series of recommendations - all of which Trivallis accepted. These included: In light of the report, a spokesperson for Trivallis said: "Trivallis fully accepts the findings of the Public Services Ombudsman for Wales, who looked into two cases where we fell short of the standards our tenants rightly expect from us. We take full responsibility and want to offer a heartfelt apology to those affected. We are genuinely sorry for the distress and inconvenience caused to both tenants. "Our chief executive has personally visited both tenants to apologise and ensure that any additional support or work needed has been carried out. "In both these cases the issues causing damp and mould were difficult to identify and complicated to resolve. Many of the failings occurred during the Covid pandemic, a time when our repairs service was under enormous pressure. Nonetheless, there were clear shortcomings in our approach. "During the last few years we have been on a journey of learning lessons. We began a process to improve how we deal with damp and mould back in 2023, and when the ombudsman published its damp and mould highlight report for the housing sector in November 2024 we acted quickly to put its recommendations in place. "Damp and mould is a serious issue across social housing and we’ve made real progress. We've introduced faster ways to report problems, improved how we manage cases, and provided specialist training for staff. A dedicated team, now run by Mouldex, brings expert knowledge and extra capacity, and we've strengthened oversight with direct reporting to our board. "We've also tackled the post-Covid repairs backlog, reducing outstanding repairs from 2,500 to just 125. Tenant satisfaction with repairs has risen to 84%, and an independent review by Housemark placed us among the top 10% of most improved landlords in the UK. "We're making sure our services are tailored to individual needs, especially for vulnerable tenants. Staff are being trained to recognise when someone needs extra help, and our 'Team Around the Tenant' approach ensures a joined-up response across repairs, support, and tenancy management." Chief Executive Duncan Forbes further added: "We deeply regret the failings in these cases and have taken full responsibility. We've made real progress, but we know there’s more to do. Our commitment is to listen, learn, and keep improving, so every tenant receives the safe, responsive, and respectful service they deserve."
